Training Lead

Veerwal Getwork Services; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Veerwal Getwork Services seeks an experienced Training Architect to lead role architecture, compensation alignment, and the end-to-end training lifecycle for multiple domains including Contact Centre and Field Operations.

You will design assessment frameworks, build training paths, maintain the master manual, and drive continuous learning programs with data-driven coaching and QMS alignment.

Qualifications

• 7–10 years in BPO training roles with hands-on experience building training frameworks.
• Banking/BFSI experience preferred, especially in collections or loan servicing.
• Ability to manage dotted-line relationships across departments without formal authority.
• Demonstrated initiative in instructional design and program development.

Responsibilities

• Build and maintain a JD matrix and role/band structure across domains.
• Own role/band mix and salary grid benchmarking with COE and HR.
• Design and document new hire assessment frameworks and thresholds.
• Own the training path for each new hire, tailoring by role and domain.
• Maintain the master training manual and ensure alignment with SOPs.
• Build a continuous training framework with defined refreshers.
• Design and administer process knowledge tests for agents and team leads.
• Develop content for new process/SOP/technology rollouts with KM & Quality.
• Own the Early Warning System framework and targeted coaching actions.

Skills

Instructional design

Documentation

Data-driven decisions

Stakeholder management

Training frameworks

New-hire assessment design

Education

MBA in HR/L&D

Tools

LMS

Content authoring tools

MS Office

Job description

Working days- 5.5

Interview Mode- Face to Face

Key Responsibilities

1. Role Architecture & Compensation Alignment

• Build and maintain the JD matrix and repository a single, current source of truth for every role, band, and reporting line across Contact Centre, Field Collections, and Loan Life Cycle Management.
• Own the role/band mix and salary grid, working with COE and HR to keep it benchmarked, internally consistent, and ready to defend in any client or leadership conversation.

2. New Hire Assessment

• Design and document the new hire assessment framework the criteria, tools, and pass/fail thresholds used to evaluate readiness at hiring and through certification.
• Keep assessment content aligned to actual floor requirements, not generic BPO benchmarks this needs to reflect what a collections or field agent genuinely needs to know on day one.

3. New Hire Training Path

• Own the training path/plan for every new hire sequencing classroom, process, systems, and nesting/OJT phases into a coherent journey rather than a loose bundle of sessions.
• Tailor pathing by role and domain — a field collections agent and a contact centre agent shouldn't be trained identically.

4. Training Manual

• Own and maintain the master training manual — the definitive content reference trainers across all three domains draw from, kept current and consistent with live SOPs.

5. Continuous Training & Refreshers

• Build and run the continuous training framework — a structured refresher cadence, not ad hoc sessions triggered only after something goes wrong.
• Use quality data, SLA misses, and process changes to decide what needs reinforcing and for whom.

6. Process Knowledge Testing

• Design and administer process knowledge tests for both agents and team leads — separate rigor for each level, since a TL needs to coach the process, not just execute it.
• Maintain testing as a recurring discipline, not a one-time certification event.

7. New Process / SOP / Technology Rollout Training

• Build training content and run sessions whenever a new process, updated SOP, or new technology goes live — working closely with the KM & Quality Lead so training content and SOPs never drift apart.
• Own rollout sequencing so floor disruption is minimized during go-live.

8. EWS (Early Warning System) Framework

• Own the EWS framework — the leading indicators (assessment scores, refresher performance, knowledge test trends) that flag an agent or TL at risk of underperformance or non-compliance before it shows up in hard metrics.
• Translate EWS flags into targeted coaching or retraining action, in partnership with Ops and Quality.

9. Cross-Domain Trainer Alignment

• Provide functional/dotted-line direction to classroom trainers embedded in Contact Centre & Collections, Field Collections, and Loan Life Cycle Management — setting common standards for content quality, delivery, and certification even though these trainers sit organizationally elsewhere.
• Run a regular trainer forum/cadence to keep content, calibration, and best practices consistent across domains.

Candidate Profile

We're open to two very different paths into this role:

Path A — Experienced Hire

• 7–10 years in BPO training roles, with hands-on experience building (not just running) training frameworks, assessment tools, and manuals — not just delivering sessions off someone else's content.
• Banking/BFSI industry experience strongly preferred, particularly collections or loan servicing.
• Comfortable managing dotted-line relationships across departments without formal authority.

Path B — High-Potential MBA Fresher

• MBA with HR/L&D specialization, from a college with genuine interest in instructional design and training strategy (not just generalist HR).
• No prior BPO experience required — what matters is evidence of initiative: a training project, a content-design internship, a genuine excitement about building frameworks from a blank page.
• Will be paired with senior domain trainers early on to build floor credibility fast; the growth curve here is steep by design.

Skills (either path)

• Strong instructional design and documentation skills — able to turn a process into a structured, testable training journey.
• Comfortable with data — using assessment and EWS signals to make training decisions, not just gut feel.
• Working knowledge of compensation benchmarking concepts (for the JD/band/salary grid ownership) is a plus, though this can be developed on the job.
• Excellent stakeholder management — this role influences trainers who don't report to it directly, so persuasion and credibility matter as much as authority.